Job Description
Oxford Nanopore Technologies, headquartered at the Oxford Science Park outside Oxford, UK, has satellite offices and a commercial presence across the US, APAC, Europe, and other global locations. The company develops a new generation of nanopore-based sensing technology for faster, information-rich, accessible, and affordable molecular analysis, with a primary focus on DNA/RNA sequencing and other molecules such as proteins. Oxford Nanopore's sequencing platform uniquely offers real‐time analysis in fully scalable formats, from pocket to population scale, allowing the analysis of any living thing by anyone, anywhere.
We are looking for a highly motivated Senior Product Support Scientist to join the Global Support team. This role provides high‐tier technical support primarily to the Technical Services team, resolving raised complaint cases across ONT products, diagnosing and troubleshooting IT, networking, and bioinformatics issues. The position also involves working closely with internal teams and stakeholders to integrate customer‐focused feedback into product improvements, trigger quality investigations, and act as a technical resource centre for front‐line support.
Responsibilities
* Develop in‐depth product expertise or become the subject‐matter expert in key specialization areas (software, hardware, data analysis, flow cell and library prep kits) and build strong relationships with Product Management and internal development teams.
* Provide 2nd‐level technical support for issues that first‐line field applications or technical support cannot resolve.
* Manage escalated product complaints, analyse issues, monitor and compile statistics, conduct risk assessments, prioritise issues with Product Management and internal teams for urgent attention, and ensure solutions are rolled out with post‐fix follow‐up and monitoring.
* Manage customer feedback (VoC) of products/services, prioritise feedback requests based on technical and business importance, and collaborate with Product Management to include features in the product design and development cycle.
* Analyse issues from SFDC reports, approve technical cases closed by the support team, monitor trends, and report findings (e.g., reagent and product quality issues) to Product Management and internal teams.
* Perform systematic reviews periodically for hardware, software, data analysis, flow cell and library prep kits, presenting findings to Product Management and product review meetings.
* Participate in the full product life cycle—from design and development to launches and complaints—providing technical input and constructive feedback to improve products and resolve issues.
* Review customer‐facing documentation for technical accuracy, clarity, and appropriateness.
* Interface between internal teams and customer‐facing support teams by communicating key technical information and procedures/processes via periodic updates or technical service bulletins.
* Highlight commercial impact of new and ongoing issues (e.g., revenue or market‐access risks) to Product Management in collaboration with regional Sales and support teams.
* Develop and improve product‐related and support processes to enable the sequencing analysis of anything, by anyone, anywhere.
* Prepare the support team for new product launches.
* Initiate and handle various ad‐hoc projects, develop tools, and improve processes to empower the support organisation globally and achieve the highest customer satisfaction with ONT products.
What We're Looking For
* MSc or Ph.D. in life sciences, molecular genomics, or equivalent experience.
* 4+ years of commercial experience in the biotech/biomedical industry.
* Prior experience in field or technical support, or customer‐facing roles.
* Experience handling product complaints, performing risk assessments, and collecting product feedback with Product Management and internal teams (including product development and Quality Assurance).
* Experience with sequencing technologies, from library prep to sequencing and data analysis, and genomics products.
* Outstanding interpersonal skills and the ability to work with diverse teams and stakeholders.
* Strong organisational skills, rapid prioritisation in a fast‐paced, multi‐tasking environment.
* Business‐oriented mindset: ability to assess the impact of product issues on business and sales revenue.
* Clear vision of and commitment to providing outstanding customer support and contributing to sales goals through product design, development, and complaint resolution.
* Proficiency with SFDC or other CRM tools and internal tools such as Tableau.
* Strong written and verbal communication and listening skills.
* Ability to work effectively both interdepartmentally and internationally with regional support teams.
* Approachable manner that encourages interaction with others.
* Highly driven with strong motivation to succeed.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, color, age, disability, or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications, and abilities to perform the duties of the job. We are an equal‐opportunity employer and select candidates only in accordance with their merits and abilities to perform the job. If you require an accommodation to complete the application or interview process, please contact .
About Us
Oxford Nanopore Technologies aims to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore‐based sensing technology for faster, information‐rich, accessible, and affordable molecular analysis. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK‐headquartered company with global operations and customers in more than 125 countries.
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